Junior Customer Support Analyst – Exclusive Position for Candidates with Disabilities
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Job Description
Customer support analyst for Doctoralia, a global healthcare marketplace and SaaS platform. Handling customer requests across phone, email, chat, and WhatsApp while improving service processes.
Responsibilities:
- Handle inbound and outbound support interactions through phone, email, chat, and WhatsApp
- Ensure prompt responses and resolve tickets within the SLA
- Identify the root causes of customer issues and seek comprehensive solutions
- Accurately record customer interactions in internal tools
- Collaborate with other teams, such as Tier 2 Support and Product, when necessary
- Continuously contribute to process improvements and an enhanced customer experience
- Work Monday through Friday, from 9:00 a.m. to 6:00 p.m., for a total of 40 hours per week
Requirements:
- Solid experience in Customer Support or Customer Care
- Basic Excel knowledge
- Previous CRM experience; HubSpot and Salesforce are a plus
- Strong interpersonal and negotiation skills when working with different teams
- Excellent verbal and written communication skills in Portuguese, including storytelling
- Analytical and proactive approach to problem-solving
- Position exclusively available to candidates with disabilities
- Availability to work in a hybrid model in Curitiba, where applicable
Benefits:
- Time-off days through the company’s time bank system
- Home office allowance (BRL 100)
- Meal/Food allowance on a flexible iFood card (BRL 1 payroll deduction)
- Health insurance (20% copayment)
- Dental insurance
- Group life insurance
- Childcare allowance (for children up to 5 years and 11 months old)
- StarBem: two free psychologist consultations per month and one free nutritionist consultation per month
- iFeel app for emotional support
- Wellhub membership for you and up to three dependents
- Pet insurance/plan
- Birthday and company-anniversary days off
- Partnership Club, offering discounts at universities, language schools, and other institutions
- Bereavement leave: 10 days in the event of the death of a loved one and 2 days in the event of a pet’s death
- Maternity/paternity leave: 6 months for mothers and 30 days for fathers
- Referral Program offering up to BRL 600 for referring new employees who stay with the company for more than 6 months
- Feedback at every stage of the recruitment process
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